CAI – Computer Aid, Inc. |

Computer Aid, Inc. (CAI) a US based software services company with 35 regional offices throughout the Northeastern US, Asia Pacific  and Sydney Australia . CAI has a 20 year history reducing its client’s application software maintenance costs by at least 30% – Guaranteed! The CAI application support service provides superior maintenance of legacy application software using industry standard (CMM and ITIL) processes and proprietary process management and tracking software, Tracer. The CAI maintenance team assumes full responsibility for the management and maintenance, of client application software. Our team is trained to be proactive not reactive using the most advanced service management techniques and tools for process management, performance measurement and improvement. We constantly strive to exceed our customers expectations as defined in our Service Level Agreements (SLA’s) and performance metrics goals.

Computer Aid, Inc. World Headquarters Allentown, PA

CAI – Government Staffing Services

CAI has used its Managed Service Provider (MSP) program to source all levels of IT talent for several states, including Pennsylvania, Virginia, Arkansas, and New Jersey. As the point of contact between our client hiring managers and an open supplier network, CAI’s Government Staffing Services has filled over 4,600 requirements. Continue reading “CAI – Government Staffing Services” »

ITIL V3 Application Support Book

“ITIL V3 Application Support”  provides the reader with an introduction to the ITIL® Version 3 (V3) Service Lifecycle and Computer Aid, Inc.’s (CAI) Application Support Lifecycle. It describes how CAI’s Application Support Life Cycle processes align with ITIL V3 and can be used to manage Application Support services. The book is based upon CAI’s 18 years of experience with using a service Lifecycle approach to managing the Application Support function. This book describes a clear road map for implementing ITIL V3 Service Management for Application Support.

This book shows that CAI’s Lifecycle approach for managing the application support function is closely aligned with ITIL V3’s approach to managing all IT services.  It provides a road map for improving Application Support and for implementing ITIL V3.  With this book, the reader will gain a better understanding of ITIL V3, its processes, its outcomes, and its practical application for IT application support services.

Tracer – CAI’s IT Service Management Tool

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Tracer, CAI’s Application Support Service Management tool is the single point of integration for all IT Service Management (ITSM) processes, SLA performance goals, operational data and service operations reporting.

 Tracer enables IT service delivery professionals to track all work throughout the complete process lifecycle. Tracer insures that relevant work and performance data are captured real-time as work is being performed. These features of Tracer provide an unprecedented level application support visibility, control, performance improvement and cost reduction capability.

 Only Tracer has these critical IT service management capabilities:

•  Defined work processes aligned with ITIL V3 / ISO 20000  standards and specifically designed for the application support service environment
• Work, resource, SLA performance and time data collection integrated within work processes
• Service Level Agreement (SLA) tracking and performance reporting

 All these components function seamlessly within a single integrated operating environment and data repository.

 Tracer was designed for the day-to-day operating environment of IT application support service management professional with a minimum of data interaction and distraction from their real work..

 The flexibility of Tracer’s configuration tables allows for easy adaptability to virtually any IT service environment. Tracer’s real-time customizable dashboard display the status of ll work assignments with color coding (red, yellow, green) that highlighting any work assignments jeopardizing service level goals